Global Response

FEBRUARY 17, 2025

This new social media marketing tactic alerts business owners of conversations, identifying issues that may not be portrayed in reviews. Analyzing these patterns by demographic or particular trends can help you find the cause of the issue for swift resolution. The outsourcing partnership requires trust and security.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. That’s where call-back technology comes in. If you aren’t familiar with call-back technology and its benefits, we’ve put together a quick list so you can explore the benefits of this popular tool. First Call Resolution (FCR).

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

aircall

JANUARY 24, 2022

Call whispering – Allows an individual to listen in on calls and whisper a few words of advice without the caller hearing them. Call routing – Automatically route calls to the right person or department for first-call resolution. Willingness to escalate difficult calls.

Call Center 126

Call Center Best practices call center software CRM 126

Global Response

MARCH 1, 2022

KPIs don’t just help you understand what’s happening in your call center, though—they can also help you better understand your business across sales, marketing and service departments. They want to provide great customer service, but also need to make sure their call center agents have support to perform optimally.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. 66% increase in monitored customer calls.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. When structured to achieve clear objectives, inbound call centers can also be revenue-generating.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62